Hello 99disco2 -- Thank you for working with us via PM. I received your message that a construction agent was able to get in contact with you and that things are moving in the right direction. Thank you for working with us and please let us know if anything else comes up. Our team is here to help resolve any situation you run into.
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Hello Jo74 -- Thank you for meeting us in Private Message and for working with our teams to get your address ready to be serviced. Everything is ready to go for install. We appreciate your business with us and for choosing us. Please let us know if anything else comes up and we'll assist. Our team is here to help with anything you need.
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Hello Warbler94 -- I spoke with our On Demand team. They are interested in knowing if the version you were watching was the free version or one of the Rent/Buy options. The free version has expired however the Rent/Buy options are available. They confirmed the Rent/Buy options are working as intended.
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Hello Warbler94 -- I wanted to keep you updated that this has been given over to our On Demand support team. They have launched an investigation to see what's happening with this movie. Thank you for alerting us to this problem and for providing this YouTube link. It is very helpful to see what's happening. I will keep you updated on their progress. Thank you for your patience.
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Hello JAZR. Thank you for letting us know this issue has been resolved! Thank you for working with us on this.
Hello asure76. I checked on your support ticket and the worklog says a member of our support was able to speak with and resolve this email problem. Thank you for alerting us to this problem and for working with us while we worked to get this resolved. Please let us know if anything else comes up and we'll assist.
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Hello All -- We spoke with our On Demand team about Mr.s Wilson on Masterpiece. They apologize as they were unable to obtain an updated file from PBS to restore these episodes. We are unable to restore these episodes at this time due to the programming rights expiring. We can have them available On Demand should PBS choose to restore the programming rights. That will ultimately be their decision. Apologies for any inconvenience.
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Hi Mark Socks -- We require Private Messages as we have to get your address information in order to submit a Gigabit Pro site survey. Your address information is personal and should not be shared in a public response so Private Message is the only option you have.
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Hi progressivedawg -- Thank you for bringing this to our attention. I can help get the right crew out to repair that pedestal. Please send me a PM with your name as it appears on your account, full service address, and either your account number or linked phone number. I'll be able to build a job with that information.
Click my name (ComcastZach) and click Send A Message.
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Hi mother1952 -- I can get you in touch with the store manager of the Millville NJ location. I removed your phone number from this post as personal information should not be shared publicly. Would you please send me a PM with your name, best contact information, and further details regarding what happened at this location please?
Click my name (ComcastZach) and click Send A Message.
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Rosemary6 -- We had let you know how this process would go and that we would get back to you once we had a resolution. We know this process took longer than expected but we had not forgotten about you. I had let you know that alerts were setup to reach out to our inventory team if a certain amount of time had passed. The comments made were not vague as I had let you know which team would be handling this and why it would be that team handling it. This has now been resolved. Please let us know if anything else comes up and we'll get you taken care of.
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Rosemary6 -- This modem is listed as a Leased modem. You're disputing that it should be an Owned modem. Our inventory team handles these requests as they verify the validity of your request. They are also the only team who can change the ownership status of a device. Their leadership team has responded back and have gotten this resolved. The ownership status is now changed and all rental charges have been removed.
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Rosemary6 -- I have been working with you via PM and have been providing updates to you. I had provided an update that I would be reaching out to our local inventory team yesterday. I had let you know that I would be providing a further update once I heard back from them. I had not assured you or promised you that a further update would come yesterday. I am still working with them to get this resolved. I had let you know this in our PM conversation.
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Hi gary303 -- I can help you get a No Objection Letter. I received your PM with this same request. Can you reply back to that PM with your name as it appears on your account for authentication please? I will also need to know your best contact information in case local tech ops/construction needs to reach you directly.
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Bulkington -- As mentioned on Friday, this has been forwarded to our On Demand support team. They are aware of this and are working with the content holder to have this corrected.
We will let you know when this has been added.
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Hi Cpd1622 -- I can help get someone to your location. Please send me a PM with name as it appears on your account for authentication and I'll be able to get one scheduled as soon as possible.
Click my name (ComcastZach) and click Send A Message.
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ForrestS -- The issues are coming from PBS and getting the files published. The files they send seem to be ready for online streaming but have had issues with loading properly for linear On Demand. On Demand support has had to contact PBS to get new files that will publish properly.
It's been a pain point for sure and it's not just Comcast that this has happened to. PBS provides these same files to other carriers as well, who have also had problems with the files.
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ForrestS -- We're looking at the actual VOD listings from the box, not the online listings. Can you please provide a picture that shows you're unable to see them? Since we are we need something that shows you are not.
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ForrestS -- What we're asking for is a picture of what you're seeing that shows the episodes aren't there for you. We're able to see them so we need something showing that you are not for further support.
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ForrestS -- I misunderstood you as well. I checked these episodes and saw them both available. I thought you had seen them too and was only commenting on them expiring next week.
Since I'm able to see them, and you are not, are you able to post a picture of them not showing up for you? I'll need to have our support team look at this.
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ForrestS -- Thank you for confirming you're able to view these episodes. There isn't anything that can be done about the episodes that are set to expire before they expire. Having them renewed will be up to the content holder.
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Hello All -- Our On Demand support team is aware of the reported missing episodes. They are working with PBS to have these episodes restored. We appreciate your patience while this is being done.
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Hi landmade -- I can help you get the process going for one of those letters. I'll need to have send this over to our tech ops/construction teams for approval. I received your PM and will correspond with you there for some needed details.
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Hi lucas12 -- Sorry to hear about this experience with CCT. I can help get a proper damage claim submitted for you. We take damage claims seriously and under no circumstance would your claim be ignored nor would a member of management tell you that your account would be disconnected for this. Please send me a Private Message with your name as it appears on your account and the best number for our claims team to reach your at. We'll work with CCT to ensure that their insurance company covers this damage.
Click my name (ComcastZach) and click Send A Message.
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Kimberly17 -- Our On Demand support team is working with PBS to have these assets given to us. As we've explained in these threads, On Demand issues are not necessarily a Comcast caused issue. This has been an ongoing case where we've had issues getting the content from PBS.
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ForrestS -- Thank you for your efforts to get these episodes corrected. 6 days may seem like a long time but these things can take longer depending on what the issue is. There isn't a set time frame for episodes to be corrected upon them being reported due to the various reasons why they're missing or if something is wrong with them.
We appreciate your patience while we work with the content holder to get all reported content corrected.
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ForrestS -- All of our content is delivered by files. We do not get content from over-the-air. Our On Demand support team is working through each episode you reported. As this is a lot of assets, this will take some time to resolve.
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ForrestS -- Thank you for your continual support of reporting these assets to us. This has been given over to our On Demand support team for further assistance. To be clear though, this is not a clear Comcast issue. As we've told you several times, the files we receive from the content holder do not always work properly and are not always coded properly. As we mentioned this particular asset expired. Expiration dates are not set by Comcast or any other provider. An early expiration date would have been an error on the file we received. Our On Demand support team will work with SyFy to have the SD file re-pitched to us.
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ForrestS -- The expiration date is set by the content holder. We, nor any other provider, have any control or anything to do with when an asset expires. This decision is solely up to the content holder.
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Hi jwbell1 -- I can help with your HBO Go issue. I received your PM with your username. Can you send me another PM confirming your name as it appears on your account for authentication please? I'll be able to get this resolved with that information.
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Hi cooleary -- I can help with your login issue. I received your PM with this same request. Thank you for providing your usernames in that message. The only other thing I'll need is your name as it appears on your account for authentication. Please respond back in a PM with that information and I'll get you taken care of.
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nanbue -- Our serviceability team got back to me. They have found that your address is outside of our service area. We could do an infrastructure extension however we would require an extensive contribution from you on that cost to do that extension.
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Hi nanbue -- I can help you with your serviceability request. I received your PM with your address information. I have submitted for a site survey with our serviceability team. I will track the request and let you know the result.
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Hi cparent8532 -- I can help with your iPad order. I received your PM with this same request. I have responded back asking for a few pieces of information. Please respond back with that requested information and I'll get you taken care of.
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